ITSM Manager

The Service and Incident Management Manager will lead the Ameriprise Incident Management Team with Critical/Major incident management being the primary responsibility. This resource will be working with multiple teams across business and technologies to manage incidents and run bridges with the primary objective of reducing MTRS of incidents.

Requirements

• Act with decisive confidence and exercise influence over a wide range of individuals at all levels of business and technical leadership
• Ensure incidents are fully documented both during and after the incident, including gathering and recording the full incident timeline of events
• Collaborate with multiple teams across business and technology to ensure processes are in compliance with guidelines
• Prioritize incidents according to their urgency and impact to the business and escalate (technical and/or hierarchical) as needed
• Maintain a professional demeanor and attitude while being assertive when leading an incident investigation
• Establish and manage goals, reporting needs, key performance indicators / early indicators and dashboards for measurement of operation success
• Develop and/or oversee development of configurations, monitoring procedures and break/fix documentation
• Collaborate on system health evaluations to address performance issues and establish action plans
• Drive proliferation of existing technology investments and capabilities to enable business efficiencies
• Escalation point with vendors or users on current product capabilities and enhancement requests
• Monitor and perform routine performance/service-level audits to ensure optimal utilization
• Accountable for scheduled and unscheduled operational maintenance tasks
• Ensure escalation processes in place and utilized
• Collaborate with technical teams, business partners, and vendors to advocate for assigned services/technologies, ensuring stable operations/production environment
• Coordinate efforts of support teams (internal and/or vendor) to drive service restoration targets
• Liaise with technology teams to develop corrective action or workarounds to resolve incidents
• Provide oversight and leadership to technology operations team
• Delegate and prioritize work to ensure effective execution of team/function deliverables
• Ensure knowledge transfer and cross-training of team to effectively support the business
• Develop and maintain a high-performing team through effective hiring, vendor partner management, coaching and performance management
• Develop, manage and champion policies and standards
• Provide insight into operational requirements / needs and funding conversations
• Participate in the annual budget and project planning process
• Review and approve vendor/supplier invoices, as applicable, to ensure services provided/business activity translates accurately to spend
• Work with finance and business management teams to manage overall operational finance plan for voice & contact center technologies
• Manage all business as usual changes work requests thru Service Catalog, critique volumes and trends on an ongoing basis. Respond to escalations and SLA misses
• Maintain Online knowledge cases for both users and technical support personal
• Primary day-to-day liaison with suppliers and vendors for assigned portfolio(s) of applications/services

Benefits

• Life insurance
• Retirement plan
• Medical insurance
• Leave (vacation, sick, parental)
• Health and wellness programs